Manager Customer Services (Contact Centre) - Wroclaw
Qatar Airways
Wroclaw - WRO, Poland - PL
4 d. temu

About the role

As Customer Service Manager, you will be responsible for all service delivery aspects of the QR Contact Centre in Wroclaw.

You will manage the service quality, service levels and revenue generation through teams by adhering to re defined set standards.

You will develop, manage, coordinate and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider.

Key accountabilities include :

Operational

  • Managing service level agreements of all customer service aspects of the Contact Centre.
  • Achieving all KPIs as outlined in the Contact Centre KPIs scorecard.
  • Liaising and working closely with various QR stations to understand requirements and communicate feedback and solutions.
  • Planning and executing debriefing sessions with all agents.
  • Ensuring call quality and high level of customer service.
  • Focal point for customer care department to ensure thorough investigations of customer complaints.
  • Highlighting performance strengths and gaps. Analyzing performance reports to derive corrective measures.
  • Ensuring first call resolution, zero errors and operational excellence.
  • Management & leadership

  • Establishing the department and team objectives.
  • Overseeing and supervising employees, directing daily activities and maintaining a high standard of service delivery.
  • Motivating team members, guiding and monitoring their performance and suggesting and implementing corrective actions.
  • Providing operations team with inputs on leave planning and roster preferences to enable operations team to prepare rosters.
  • Contributing in developing and formulating the department’s strategy together with the Manager Contact Centre to drive business.

    About you

    You have a Bachelor’s degree or equivalent with minimum 5 years of work experience in Contact Centre environment. You have strong knowledge of Contact Centre Operations and has solid management experience.

    You have strong customer service ethos and able to effectively communicate to staff at all levels.

    You are able to work in a highly pressurized working environment with high volume activities. You have previous experience in engaging with a diverse workforce and a proven record of accomplishment of developing action plans and measuring its success.

    You have excellent written and verbal communication skills. You are able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your areas.

    You must have good managerial skills with the ability to delegate work, set clear direction and manage workflow. You are able to work under pressure and within tight timeframes and deadlines.

    You have exceptional people values, very adept at bringing out strengths in others. You inspire and motivate teams and individuals to meet the organization's vision and goals.

    You have the ability to provide a conducive work place that fosters the development of others, facilitates cooperation and teamwork.

    You have strong service orientation and cross cultural awareness.

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